Specifications

NDA-24213 CHAPTER 14
Page 265
Issue 3.0
Terms and Concepts
Configuration Fields
Allow on-the-spot program configuration changes in MIS. They are
displayed in white until the information contained within the field is
changed, when the field color changes from white to yellow.
Dialog (box)
A GUI object which is displayed in response to the selection of a
menu command or an icon, offering one or more choices to determine
the next activity.
D
term
An NEC electronic phone/terminal that derives its intelligence from
its own microprocessor, which detects events and accepts direction
from the PBX.
Grade of Service Threshold
Specifies the percentage of calls answered within a specified amount
of time in relation to the total number of calls received.
Graphical User Interface (GUI)
A development that uses icons representing actual desktop objects
which the user can access and manipulate with a pointing
device/mouse.
Help button/What’s This button
Icons on the toolbar which allow the user to request additional
information on a general topic (Help button) or a context-sensitive
topic (What’s This button).
Holiday Schedule
The programming determining how incoming calls are processed
when a holiday is designated via the ACD Holiday Calendar dialog.
The processing will be according to one of up to 30 Holiday
Schedules for that tenant. Each Schedule entry has steps that
determine which CCV action to perform for a particular holiday
calendar.
Host / Host Name
The network name of the PBX which directs the CallCenterWorX
system; the name given to the CallCenterWorX ACD computer when
TCP/IP is selected as the communication type. A matching Host
Name is required for communication between CallCenterWorX ACD
and CallCenterWorX MIS.
I/O Ports
Input/Output connections on the PBX (see also
Port
).
Icon
A picture or symbol representing an object, task, command, or choice
you can select from a piece of software. The CallCenterWorX
consoles have toolbars showing icons in addition to having
word-oriented menu choices.
Inflow Threshold
Specifies the threshold minimum number of Ready agents or the
maximum queue depth permitted to allow inflow calls.
Infolink
Infolink data messages provide a two-way communications link
between the ACD and external computer equipment, such as mini
and mainframe host computers, desktop workstations, personal
computers, and IVR. Three message sets have been designed for
Infolink, providing a variety of applications using those messages.
See the “CallCenterWorX ACD Features and Specifications” manual
for more detailed information.
Interactive Voice Response (IVR)
A unit used by the ACD to provide customized announcements to the
caller. It can provide voice menuing and display collected caller
information (such as name, address, and account information) to the
agent’s terminal.
Term Definition